Customer Service Representative Solvents, Phenolics and Mining Chemicals at Sasol

Purpose of Job

• Guide and help customers with requests, orders, and complaints.
• Process customer orders accurately and within agreed timelines.
• Timeous resolution of customer enquiries, customer communication on orders and deliveries.
• Contribute towards efficient operation of the Customer Contact centre.
• Evaluate the effectiveness and accuracy of processes and recommend changes.

Key Accountabilities

• Process and Verify the completion of orders in the local and export environment according to the standard practices and requirements(pricing, order solicitation, quality of service, and dates of delivery). Send confirmation order to consumer once verified.
• Ensure housekeeping of order bank is ongoing and proper date management is maintained on orders.
• Perform cleaning of orders to enable execution according to the agreed timelines/lead times with customers.
• Generate and communicate outputs within the CSR area of responsibility to the customer.
• Provide timeous resolution of customer enquiries and tracking updates to the customers related to orders and deliveries. Provide the required back-up to team members as necessary. Control immediate and short-term issues promptly and with procedural routine.
• Alleviate grievances or complaints sensibly. Escalate to management when necessary.
• Respond to and take ownership of customer issues in a timely manner and follow up until resolved. Investigate re-occurrence of customer specific incidents, initiate root cause analysis, and propose corrective and preventative measures to line manager.
• Collaborate with internal relevant functions (e.g. manufacturing, accounting, human resources, project management, shipping, purchasing, and engineering) to address and resolve issues. Continuously optimize the BU’s customer service overall experience to achieve the highest level of customer satisfaction consistently.
• Perform ad-hoc activities when requested by management (e.g. prepare presentations). Adhere to and guarantee that the BU and Sasol Group’s policies, procedures, and standards are compliant. Apply evidence-based SHE practices in alignment with set standards for safe operations. Implement Sasol Group's risk philosophy and enterprise risk management framework. Build and maintain positive relationships with the team, customers, managers, and other relevant stakeholders to enable the achievement of a customer service excellence. Continuously improve own skills and knowledge. Complete, implement, and track personal development plan to attain personal performance goals.

Formal Education

• High School / School Diploma or similar

Working Experience

• Experience: 6+ relevant years